CS Support Response Video

Support videos that resolve issues 30% faster

Text tickets create endless back-and-forth. Video responses show exactly how to solve the problem. First-reply resolution goes up, frustration goes down, customers stay happy.

Try example prompts

"We've exchanged 8 emails and they still don't understand the solution."

“

You're answering support tickets.
A customer has a problem.
You write a detailed explanation with screenshots and numbered steps.
They reply: 'I tried that but it didn't work.' You ask for clarification.
They send a vague description.
More back-and-forth.
More frustration.

68% of customers prefer video assistance, but most support is still text.
Written explanations get misinterpreted.
Screenshots can't show motion or sequence.
The customer reads step 3 before completing step 2 and breaks something.

”

30% faster resolution when customers include video

68% of customers prefer video assistance

46% reduction in resolution time with video support

8+ email exchanges for issues that could be solved in one video

Every back-and-forth email is a customer getting more frustrated.

From "I don't understand" to "that fixed it, thank you!"

The Old Way

Before ngram

  • Ticket comes in: 'The export isn't working.' You write a response explaining the export process, attaching screenshots of each step. They reply: 'I did that but it's still broken.' You ask which format they're using. They describe something that doesn't match any option in the UI.
  • Three days and six emails later, you discover they were clicking the wrong button entirely. Something you could have shown in 10 seconds took 72 hours and significant frustration on both sides.
  • Your first contact resolution rate suffers. Your satisfaction scores dip. The customer got their answer, but the experience was painful.
The ngram Way

After ngram

  • Same ticket: 'The export isn't working.' But this time you record a 45-second video. You show exactly where to click, what options to select, and what the successful export looks like. You include a tip about the common mistake that causes confusion.
  • They watch, follow along, and reply within the hour: 'That fixed it, thank you!' One video, one resolution, one happy customer. Your queue stays manageable. Your satisfaction scores climb.
  • Video responses become your standard for anything that requires showing, not just telling. Resolution times drop. First-contact resolution rates climb. Support becomes a strength instead of a struggle.
The Numbers Don't Lie

Time to resolution

3+ days (email back-and-forth)
Hours (video shows solution)

Emails per issue

6-8 exchanges
1-2 exchanges

First contact resolution

40-50%
70-80%

Customer satisfaction

Frustrated by process
Impressed by clarity

Fast resolutions from quick video responses

Ngram transforms your support recordings into polished response videos that resolve issues on the first reply.

1

Record the solution once

Show exactly how to solve the problem. Click through the steps, explain what to look for, demonstrate the result. Ngram polishes your recording into a clear, professional response. The customer sees exactly what to do.

2

Or build a video response library

Record solutions for common issues. When the same problem comes up, send the relevant video immediately. Ngram ensures consistent quality across all responses. Fast replies with professional polish.

Most popular

Either way, customers get visual answers. Issues resolved faster, satisfaction higher, queue more manageable.

What changes when cs support response video take minutes

46% faster resolution times

Text explanations get misinterpreted. Video shows exactly what to do. When customers can see the solution, they implement it correctly the first time. Resolution times drop dramatically.

First-contact resolution jumps to 70%+

Most support tickets escalate because the initial response didn't land. Video responses are clearer. Customers understand immediately. Issues get resolved without back-and-forth.

Reusable solutions for common issues

The same questions come up repeatedly. Record the answer once, use it forever. A library of video responses turns your most common tickets into instant resolutions. Your team gets faster with every issue solved.

Transform support into a strength

Customers remember great support experiences. Video responses that solve problems quickly and clearly build loyalty. Support becomes a reason customers stay, not a source of frustration.

Raw recording → polished video in 3 steps

1

Drop in what you have

30 seconds

Upload a screen recording, paste a URL, or add a feature doc. ngram works with whatever's already on your hard drive. No special prep required.

2

Review before it renders

2 minutes

ngram shows you the script and storyboard first. Don't like something? Edit it in plain English: "Make the intro shorter" or "Add a zoom on the pricing section." You stay in control—without learning a timeline editor.

3

Export everywhere

instant

One click: 16:9 for your website, 1:1 for LinkedIn, 9:16 for mobile. Captions baked in. Brand kit applied. Ready to send.

Built for cs support response video, specifically

Smart Zoom

Show exactly where to click

Automatic zoom on buttons, menus, and UI elements ensures customers see every step clearly. No more 'I couldn't find that option' follow-ups. Every action is visible and easy to follow.

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1

Auto-Cut

Tight solutions that get implemented

Automatically removes loading screens, hesitations, and tangents. Your thorough walkthrough becomes a focused 45-second solution. Customers watch the whole thing and actually follow it.

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2

Auto Captions

Solutions that work anywhere

Customers watch support videos at their desks, in meetings, without headphones. Accurate captions ensure your solution lands regardless of audio context. Accessibility means more successful resolutions.

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3

Brand Kit

Professional support builds trust

Your branding applied to every response video. Consistent, professional presentation signals that you care about customer experience. Quality support builds loyalty.

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4

Multi-Format Export

Deliver in any ticket system

Export for Zendesk, Freshdesk, Intercom, email, and chat. Same video response optimized for every support channel. Reach customers wherever they submitted their ticket.

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5

“But will it work for my situation?”

Still have questions?Get in touch →

The old way vs. the ngram way

Ngram Video Response

First contact resolution70-80%
Average emails per issue1-2
Time to resolutionHours
Customer satisfactionExcellent
ReusabilityHigh (video library)

Text Email Response

First contact resolution40-50%
Average emails per issue6-8
Time to resolution3+ days
Customer satisfactionModerate
ReusabilityLow (context-specific)

Screenshots + Steps

First contact resolution50-60%
Average emails per issue4-5
Time to resolution1-2 days
Customer satisfactionGood
ReusabilityMedium
Ready?

Stop losing time to
endless email back-and-forth

Create support videos that resolve issues on the first reply. 46% faster resolution. 70%+ first-contact resolution. Support that builds loyalty.

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